JOB TITLE:
Warranty Service Technician (Victoria)

EMPLOYMENT TYPE
Permanent Full Time

JOB FUNCTIONS
The Services team sits within our greater Edunet family and is the cornerstone of our offering. While Edunet supply 5000+ laptops into Government and Independent schools across Victoria every year, the provision of Warranty and Insurance repairs are an integral part of our overall client offering. The successful applicant will have the responsibility for performing repairs to laptops, desktops and tablets in a timely and efficient matter either remotely or onsite. The role works within the Services team, building strong relationships with customers and ensuring that the highest level of services is provided for the Edunet end-to-end solution.

ABOUT THE JOB

• Do you want to work for a dynamic company, that puts culture, values, and lifestyle at the forefront of everything?
• Do you want to join a team of hardworking technicians who are at the forefront of providing multiple service offerings to catholic, government and private schools all over Greater Melbourne.
• You will be provided with a company vehicle, mobile phone and laptop

ABOUT THE COMPANY
SolutionOne's home is on the Mornington Peninsula but our reach is Nationwide. We have a Corporate division who are responsible for providing technical support, consulting services, and hardware supply to over 1000 organisations locally and more than 40 schools across Eastern and Southern Metro Melbourne with direct hands-on and remote IT support. SolutionOne also has a strong presence in the Education as well through their Education division, Edunet. As a trusted Education Reseller, we partner with Australian Schools to deliver the best technology solutions to drive educational outcomes. Our warranty service team is growing and we are looking for the next dedicated team member to join us. Role specific training, company vehicle and laptop provided.

QUALIFICATIONS, EXPERIENCE AND ATTRIBUTES

• Proven experience with technical troubleshooting.
• Experience with computer hardware is looked on favourably but not necessary. All training needed to perform this role is provided.
• Working with Children Check and Drivers License required

KEY RESPONSIBILITIES

Repairs	Develop expertise to handle the majority of repairs independently. Maintain a clean and organized workspace throughout the repair process. Verify that the laptop is running the latest firmware after repairs. Test the laptop thoroughly to ensure proper functionality. Keep the customer informed with timely updates and clear communication.
Scheduling	Review repair requests and assess workload and prioritize repairs based on urgency, complexity and location. Use the in-house runsheet system to build a daily schedule. Contact customers to schedule onsite visits, confirm device availability. Maintain communication with customers throughout the process and ensure customer satisfaction.
Diagnosing onsite	Collect relevant data about the machine and the reported issue to understand the problem. Utilize provided diagnostic tools to identify faults and perform necessary tests. Review past records of similar faults to identify patterns and avoid unnecessary part replacements. Collaborate with experienced colleagues for insights and alternative solutions. Escalate unresolved issues to the vendor's support team.
Stock Management	Stock Management Manage a personal buffer stock for commonly used parts. Assign available parts from the buffer stock to minimize wait times. Use an inventory system aligned with service jobs for seamless part management. Return faulty parts within the required timeframe for timely replacements.
Brand Knowledge	Understand the complete repair process for the brands we service. Complete vendor training as required and new training opportunities provided by the vendor. Continuously update knowledge of the brand's latest software, firmware versions, and shims (if applicable). Know the specific steps to follow when returning parts. Know the escalation process for difficult repairs and the channels to follow for each vendors. Study vendor guides provided for troubleshooting and fault symptoms and use this information to apply to repairs.
Admin	Regularly update service jobs with relevant information. Use in-house systems for data input, tracking, and communication. Communicate timely updates to customers using the systems. Collaborate with administrators by sharing important details. Maintain data accuracy in the systems.
Management of queue / customer service	Communicate job updates promptly to stakeholders. Raise repairs needing attention with administrators. Collaborate with administrators to find solutions. Propose strategies to reduce wait times on repairs.
Relationships with schools	Assist with company communication to customers. Update the sales team with any customer enquiries.
Edunet Services	Prepare devices for imaging. Imaging of laptops for school orders. Assist with deliveries of equipment within promised time frame.
Ad Hoc	Other duties at Services Manager’s request

WHAT TO BRING TO THE ROLE?

• Excellent telephone manner and interpersonal skills
• Clear verbal and written communication skills.
• Clear alignment with Solution One values and culture.
• Demonstrate ability to work as a team but also autonomously with little supervision.

NEXT STEPS:

• We are looking forward to receiving applications for this employment opportunity with SolutionOne and Edunet.
• As part of our recruitment process, we will be utilising an online video interview platform for the first round of interviews.
• This will be part of our screening process and all applicants shortlisted for the position will be emailed a link to answer 5 quick questions using either their phone or PC to record answers.
• After we receive these videos a further shortlisting process with occur and in person interviews will then be scheduled for applicants who are successful at moving to the next stage of the process.

Please apply via jobs@solution-one.com.au